Flowchart in Sales Proces

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Flowchart in Sales Proces Powered By Docstoc
					                                        Business Systems


                                             Interactions




2001 Cayman Business Systems                                           Elsmar.com -- The Cove!
Print date: Wednesday, April 20, 2011   Business Systems - Processes                   Slide 1
               A Quality Management System?




2001 Cayman Business Systems                                           Elsmar.com -- The Cove!
Print date: Wednesday, April 20, 2011   Business Systems - Processes                   Slide 2
                                        Trade Relationships




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2001 Cayman Business Systems                                                   Elsmar.com -- The Cove!
Print date: Wednesday, April 20, 2011    Business Systems - Processes                          Slide 3
           Organization As An Extended System

                                                           Design and           Consumer
                                                            redesign            Research
              Suppliers of
                                                                                                 C
              materials and                  Receipt and
               equipment                                                                         o
                                               test of
                                                                     Distribution
                                                                                                 n
                                              materials
                          A                                                                      s
                          B                Production, assembly, inspection                      u
                          C                                                                      m
                          D                                                                      e
                                                                                                 r
                                        Test of processes, machines, methods                     s
                                                                         (Deming, 1986)




2001 Cayman Business Systems                                                              Elsmar.com -- The Cove!
Print date: Wednesday, April 20, 2011           Business Systems - Processes                              Slide 4
      Extending Outside the Organization
                                                                       Your Product(s)
                                               System
               S
                                                                                       E
               U
                                                                                       N
               P                                                                       D
               P
               L                                                                       U
               I                                                                       S
               E                                                                       E
                                                                                       R
               R
                                                                                       S
               S

                                                    Sub-System      Process (or Sub-Sub-
                                                                   System) Within a System

2001 Cayman Business Systems                                                    Elsmar.com -- The Cove!
Print date: Wednesday, April 20, 2011   Business Systems - Processes                            Slide 5
            Measures In The Extended System


                                         Systems / Processes
                                        Machines       Methods
                Inputs                                                    Outputs
                                                                                     Outcomes
                                                                           Product
               Supplier                                                       or      End-user
                                                                           Service

                                        People     Material Environment




                                  Convert to Measurables When None Exist


2001 Cayman Business Systems                                                           Elsmar.com -- The Cove!
Print date: Wednesday, April 20, 2011            Business Systems - Processes                          Slide 6
                                        An Extended System
                                          Process Within the System Sub-System System


            Environment                                                                  Environment
                                                              Yes

                                                            No




              Suppliers                                                                   End-user

                             Short-term                                           Short-term
                             Feedback                                             Feedback
                                                     No          Yes




                                                          Internal
                                  Long-term                                  Long-term

                                   feedback                                   feedback

2001 Cayman Business Systems                                                                Elsmar.com -- The Cove!
Print date: Wednesday, April 20, 2011         Business Systems - Processes                                  Slide 7
                      The ISO 9001:2000 'Process' Model
                                                            Continual Improvement
                                                                     of the
                                                          Quality Management System


                                                                 MANAGEMENT
 Customers                                                      RESPONSIBILITY                                     Customers
     and                                                          Quality Policy                                       and
    Other                                                       Quality Objectives                                    Other
 Interested                                                    Management Review
                                                                                                                   Interested
   Parties                                                                                                           Parties

                                                                                      MEASUREMENT,
                                                                                      ANALYSIS AND
                                          RESOURCE             INFRASTRUCTURE
                                                                                      IMPROVEMENT
                                         MANAGEMENT             Document Control
                                                                                        Internal Audit              Satisfaction
                                          Purchasing            Control of Records
                                                                                      Preventive Action
                                        Human Resources        Information Systems
                                                                                      Corrective Action
                                                                                          Customer
                                                                                         Satisfaction




  Requirements                                               PRODUCT REALIZATION
                                                                 Process Planning             PRODUCT(s)
                                                              Process Documentation




2001 Cayman Business Systems                                                                               Elsmar.com -- The Cove!
Print date: Wednesday, April 20, 2011             Business Systems - Processes                                             Slide 8
                     Simple Top Level Operations Flowchart
                                                                                  Account
                                                                                 Management




    Sales /               Order                  Order to                 Procure                 Build                 Ship                    Bill              Collect
   Marketing              Receipt                 MFG.                    Material               Product               Product                Customer            Money

 Mrkting Process      Order Review            Verify Inputs             Review Reqmts          Review Doc. Pack.      Confirm Date            Mail Invoice   Receive Payments
 Sales Process        Gen. Doc.               Plan the Job              Make vs. Buy           Kit Materials          Create Pack. Docs.                     Resolve Disputes
 Quote Process        Acknowl. Order          Release for Purch 7       Select Supplier        Set up Equip.          Create / Dist Invoice
 Credit Approval      Notify Mfg.             Mfg.                      Issue RFQ              Mfg. per Route Card    Sched. Carrier
                                                                        Place Orders           Package                Generate Ship. Docs.
                                                                        Eval. Incoming Matls   Send to Finish goods   Pass to shipper
                                                                        Material Dispo.                               File Paperwork
                                                                        Autorize Supp. pay

       Support Processes

                                           Quality                    Document                                            Facilities                   Material
         Management                       Systems                                               Training
                                                                       Control                                           Processes                     Stocking
          Processes                     Internal Audits
        Results / Forecasts              Procedures &
          Business Plan                    Standards
           Mgmnt Mtgs.                                              Control of Test            Personnel                 Corrective                   Financial
                                                                     Equipment                 Processes                  Action                      Processes


            Design                       Supplier                                              Customer                   Customer                   Preventative
                                                                    Data Security
          Engineering                    Approval                                              Complaints                 Services                   Maintenance




2001 Cayman Business Systems                                                                                                                         Elsmar.com -- The Cove!
Print date: Wednesday, April 20, 2011                     Business Systems - Processes                                                                               Slide 9
          Quality Through Process Improvement
                                             Process Feedback

                     Machines               Methods


                                                                   Product or
                                                                     Service    Customer


                    People              Material Environment


                                                           Customer Feedback




             Feedback is a cornerstone, so to speak, of ISO 9001. The implication
                 throughout the standard is that you will manage with data.

2001 Cayman Business Systems                                                       Elsmar.com -- The Cove!
Print date: Wednesday, April 20, 2011            Business Systems - Processes                     Slide 10
                                        Business As A System (Process)
        Design Product




         Receive Order                  Sales / Marketing



             Purchase                                   Sub-Processes
             Materials                                  (Sub-Systems)




             Receive
                                          Fabrication                    Assembly      Ship
             Materials



                                        Component Test                  Device Test




                                                   Process Validations
2001 Cayman Business Systems                                                          Elsmar.com -- The Cove!
Print date: Wednesday, April 20, 2011      Business Systems - Processes                              Slide 11
                  Define Product and Base Processes
                          External Customers                                  Process 3

             Retail Clients                         Wholesale                Sub-Process
                    Process 1                         Process 2
                                                                             Sub-Process
               High level Process                  High level Process
                                                                                  A
                  Description                         Description
                                                                             Sub-Process
                     1. Product 1                     1. Product 1                B
                     2. Product 2
                                                                             Information
                                        Products                               Services


                                                                              Process 4
                                                                            Sub-Process
          This is not meant to represent YOUR process
       structure. It is only meant to serve to give you food                Sub-Process A
            for thought on looking at your processes.
                                                                            Sub-Process B

                                                                            Sub-Process C


2001 Cayman Business Systems                                                       Elsmar.com -- The Cove!
Print date: Wednesday, April 20, 2011        Business Systems - Processes                         Slide 12
                                        Main Processes / Systems
                                                                                               Process 3
                                                             Process 1
                                                                                              Add New
     Sales                       Proposal                 Contract        Implement
                                                                                              Contracts
    Outside                      Proposal to          For Retailer
    Retailer                      Retailer            Relationship
     Selling
    Covered
    Products
                                                             Process 2
                                  Tele-Market                Contact
                                                                            Successful
                                Retailer Provides          Prospective
                                                                              Sale
                                Sales Information          Customers


                                                             Process 4
                                            Contact            Service      Service
                     Individual                                                          Company
                                           Servicer &          Supplier    Supplier
                      Calls for                                                            Pays
                                             Issue             Provides    Invoices
                      Service                                                             Invoice
                                          Authorization        Service     Company


2001 Cayman Business Systems                                                                  Elsmar.com -- The Cove!
Print date: Wednesday, April 20, 2011          Business Systems - Processes                                  Slide 13
                             Miscellaneous Sub-Processes

         Contracting &                                              Warranty                        Direct
          Compliance                    Client Services           Administration                   Marketing
    • Contract Negotiation              • Load client data                • Claims              • Campaign Planning
    • Compliance to State                 electronically      • Review & Approve Payments       • Execute Direct Mail
                                        • Dealer Set Up       • OTL authorizations for retail     & Telemarketing
      Regulations                                               contracts
                                        • Table maintenance                                       campaigns
    • Maintenance of                    • New client                                            • Reporting for Client
      Fulfillment Process                 installations          • Customer Service               and management
                                                              • Entitle & issue all initial
                                          (implementations)     authorizations
                                                              • Inbound Sales Calls
                                                              • Calculations for cash out
                                                                                                Sales & Marketing
                                          Data Entry                                                 Support
                                                               • Service Recruitment
                                        • Load client data    • Maintain Servicer Database      • Develop proposals
                                                              • Satellite Customer Service
                                          manually                                              • Control collateral
                                        • Process                                                 materials
                                          Cancellations
                                                                    • Compliance &
                                                                        Training
                                                              • New Employee Training
                                                              • Quality audits of staff
                                                              • QA Card review & reporting

                                                                     • PC Help Desk
                                                              • Entitle & issue all initial
                                                                authorizations



2001 Cayman Business Systems                                                                        Elsmar.com -- The Cove!
Print date: Wednesday, April 20, 2011       Business Systems - Processes                                           Slide 14
                  Integrated Process Overview Example




2001 Cayman Business Systems                                           Elsmar.com -- The Cove!
Print date: Wednesday, April 20, 2011   Business Systems - Processes                  Slide 15
                                   Process Interaction Example




2001 Cayman Business Systems                                           Elsmar.com -- The Cove!
Print date: Wednesday, April 20, 2011   Business Systems - Processes                  Slide 16
  The Organization as a System, Subsystems, and Processes


                                                  Yes


                                                No




                                           No        Yes




        Every company is made up of systems / processes. These interact. And
                     they extend beyond the company ‘walls’.

2001 Cayman Business Systems                                           Elsmar.com -- The Cove!
Print date: Wednesday, April 20, 2011   Business Systems - Processes                  Slide 17
            Systems and Subsystems
                                   Army
                                                                          System
                              Marines
                                                                            for
                           Air Force
                                                                          Defense
                                    Navy




                                                         y

                                                   n




        There are high level systems and low level systems. High level systems
                          are composed various sub-systems.
2001 Cayman Business Systems                                                        Elsmar.com -- The Cove!
Print date: Wednesday, April 20, 2011      Business Systems - Processes                            Slide 18
               Document Types / Classification & Controls


                                          Master Systems
                                                                          Department
                                           Systems                         Specific      Control by:
                   Control by:                                                           Department
              Quality Systems
                                          Manual and                       Training      Manager
                      Manager              Level IIs                       Materials




                                         Departmental          Quality     Training     Control by:
                                                                                        Department
                                        Master Systems         Records     Records      Manager
             Control by:
     Department Manager


                                         Departmental                     Orientation    Control by:
                                                                           Training      HR
                                        Work Instructions
                                                                           Materials




2001 Cayman Business Systems                                                       Elsmar.com -- The Cove!
Print date: Wednesday, April 20, 2011      Business Systems - Processes                           Slide 19

				
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